Sensitive dialogue with the consumer
In this training course, we teach your employees how to deal with difficult or delicate complaints. In most cases, an instant and proper reaction to a difficult or delicate complaint is enough to defuse the situation. Open dialogue and meeting in person often lead to valuable results.
Programme
- Difficult communication
- Dealing with difficult complaints
- Site visit
- Interactive exercises
Target group
Employees who deal with consumers and customers, but also commercial employees that are occasionally asked to recover a product for investigation purposes.
Learning points
January 2023
First Line
Criminality
Foreign body
Complaint
Consumer finds needles and disappears into thin air
What if data protection gets in the way of your research?
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November 2022
First Line
Crisis communication
Complaint
Does your first line detect the first signs of a potential crisis?
3 tips to improve your first contact with the outside world
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October 2022
Criminality
Social media
Cyber security
OK is not always OK! First check, then click.
October 2022 is cyber security month, time to reflect on the smartphone’s potential dangers - lest our close friend become a dangerous enemy.
Read more